Bilingual HR Contact Center Specialist

Ryder System, Inc.; Charleston (WV); Hybrid; USD 26,000 - 28,000; Full time

Job summary

Ryder System, Inc. is seeking a Contact Center Representative to triage and resolve employee inquiries with daily inbound calls and chats. The role requires strong communication, organizational skills, and the ability to escalate when needed.

Responsibilities include documenting inquiries in ServiceNow, guiding customers to solutions, and contributing to knowledge base improvements. Bilingual Spanish is preferred; shift is 10:30 AM to 7:00 PM CST.

Qualifications

• H.S. Diploma/GED is required.
• 1 year or more in Case management systems (e.g., ServiceNow; Salesforce), Preferred
• 1 year or more in HR, Call Center, or related field, Preferred
• Associate's Degree in HR or related field preferred

Responsibilities

• Resolve employee inquiries and issues by utilizing contact center procedures, policy manuals, knowledge management system and other reference materials.
• Document all employee inquiries and issues in the contact center case management application (i.e. ServiceNow).
• Forward employee inquiries to Functional Specialists when specific, in-depth functional knowledge is required.
• Notify the appropriate team member when updates to the knowledgebase are needed.
• Identify unusual calling events or frequent employee issues and work with the Contact Center Supervisor or Operations Manager to suggest process, procedure and/or training improvements.
• Suggest methods to update, simplify, or enhance processes, procedures, and technologies.
• Participate in special projects as needed.
• Performs other duties as assigned.

Skills

Communication skills

Active listening

Adaptability

Customer focus

Team collaboration

Education

High School Diploma or GED

Associate's Degree in HR or related field

Tools

ServiceNow

Salesforce

Job description

Ryder System, Inc. is seeking a Contact Center Representative to triage and resolve employee inquiries with daily inbound calls and chats. The role requires strong communication, organizational skills, and the ability to escalate when needed.

Responsibilities include documenting inquiries in ServiceNow, guiding customers to solutions, and contributing to knowledge base improvements. Bilingual Spanish is preferred; shift is 10:30 AM to 7:00 PM CST.